1 reviews | Active since Jan 2015
Vox Telecoms would not recommend to anyone.
I am generally not one to complain, having worked in the ISP industry for several years I do have a level of understanding.
To begin with my initial experience with Vox (not my choice as we were moved from SADV to Vox) was not a pleasant one, starting with my ID Documents being required which were already give to SADV months before which Vox was insisting have to be Police Certified copies or the account would be suspended. I sent through non Police Certified copies and they were accepted.
Since moving across to Vox there has been problem after problem after problem, without any notifications sent out that there is an issue, however I did not log a ticket for any of these as I understand, working for an ISP etc. and generally I will not complain.
I logged a ticket with Vox about a week ago regarding slow Fibre Speeds and packet loss in the evenings which appears to be related to congestion(I understand it's a broadband service that relies on OpenAccess Fibre), when logging this ticket via Email only 16 hours later did I receive a Ticket number, that my ticket has been logged and that it would be attended to as soon as possible. 7 days later, not a single response from Vox and I have told them not to even bother anymore as I have cancelled my services through them. Once again I'm not expecting the ticket to be resolved, just some sort of correspondence that someone is attending to or looking into the issue. My colleague with the same issue went as far as to contact the Call Centre, of which because he does not have a "Vox" router they can't assist any further. Please tell me, what testing is your call centre going to do that is any different from the tests that we can run? Ping, Traceroute, Bandwidth Tests and so forth, if they aren't even able to respond to a simple ticket that was logged with all the relevant information.
Ontop of this, proceeding to cancel my account on the website... you click cancel and then the next option to actually cancel your account is greyed out and unclickable... none the less I was able to get the cancellation working, to date nobody has contacted me regarding my cancellation which is set for 1 March 2023 and was logged on the 6th of January. I really don't feel I should have to pay for an additional months services THAT I AM NOT GOING TO USE when my Fibre is physically unusable, which I require for my Job forcing me to seek out alternative connectivity because you are unable to deliver your services, which Vox is more than happy to bill me for every month from me.
Vox
Vox
It does not address the issue that I have a physically unusable service that I am still expected to pay another month for nor anything else highlighted above.
It does not address the issue that I have a physically unusable service that I am still expected to pay another month for nor anything else highlighted above.
Thank you for your message.
We have added it to the escalation logged.
Feedback will be provided soonest.
Kind regards
Vox
Thank you for your message.
We have added it to the escalation logged.
Feedback will be provided soonest.
Kind regards
Vox
My original ticket was logged on the 3rd of January and my cancellation put through on the 6th and only by my creating this post on HelloPeter on the 11th of January did I get any level of response from your teams which were quick to phone me on the 12th, but failed to follow up, respond, fell back on their promises or even look at the original ticket which is listed as a reference on this HelloPeter post.
Only by the 17th of January did I get a competent agent that contacted me and actually took the initiative to escalate my issue, follow up with me, reply to me and even go as far as to have a Vumatel Agent contact me directly as well. This Vox Agent has been in contact with me ever since unlike the staff before him and unfortunately he had to deal with a very disgruntled customer.
Now I receive a bill for my services that is to the full price for a service that I cannot use whatsoever, that I have been complaining about since the beginning of January and I am expected to pay it? Please have a representative contact me with compensation for this period. They can contact me via my email, I don't want to receive another time wasted phone call.
My original ticket was logged on the 3rd of January and my cancellation put through on the 6th and only by my creating this post on HelloPeter on the 11th of January did I get any level of response from your teams which were quick to phone me on the 12th, but failed to follow up, respond, fell back on their promises or even look at the original ticket which is listed as a reference on this HelloPeter post.
Only by the 17th of January did I get a competent agent that contacted me and actually took the initiative to escalate my issue, follow up with me, reply to me and even go as far as to have a Vumatel Agent contact me directly as well. This Vox Agent has been in contact with me ever since unlike the staff before him and unfortunately he had to deal with a very disgruntled customer.
Now I receive a bill for my services that is to the full price for a service that I cannot use whatsoever, that I have been complaining about since the beginning of January and I am expected to pay it? Please have a representative contact me with compensation for this period. They can contact me via my email, I don't want to receive another time wasted phone call.
Thank you for your message.
We have added it to the escalation logged.
Feedback will be provided soonest.
Kind regards
Vox
Thank you for your message.
We have added it to the escalation logged.
Feedback will be provided soonest.
Kind regards
Vox